In this Role, Your Responsibilities Will Be:

The major responsibilities of the Customer Support Engineer include effectively diagnosing and resolving Ovation product related issues for customers and internal Emerson PWS engineers. Therefore, in addition to good interpersonal skills, the engineer should possess excellent technical troubleshooting skills and be familiar with process control and basic power generation concepts. It is advantageous (although not required) that the engineer has technical knowledge of current Ovation products and associated systems, which can include networking, third party data links, and security.

• Foster a positive environment for work and professional growth.

• Work as a team player within the GSC to address customer questions and technical issues.

• Maintain or improve customer satisfaction through group and individual effort.

• Perform base customer support activities as needed, including phone support & remote diagnostics, managing and prioritizing call records and workload.

• Provide technical support for Ovation software & hardware products including peripherals and 3rd party package offerings.

• Coordinate technical support processes and call escalation from EECR to NA, and between various support organizations.

• Continually and proactively increase one’s technical capabilities, eventually establishing one or more area(s) of expertise.

• Interface with Emerson Field Support Engineers, regional offices and expert resources as needed to resolve issues.

• Maintain accurate documentation of all support, utilizing the SMS database and other tools.

• Maintain Ovation product equipment, support labs, and group capital equipment.

• Participate in rotational assignments to PWS Headquarters and to customer sites to build skills and support our installed base of customers.

• Help to enhance the value of the Global Service Center by contributing towards additional group activities/tasks, developing new internal/external solutions, and assisting with training (as appropriate).

Who You Are:

You build and deliver solutions that meet customer expectations. You display a can-do attitude in good and bad times. You push yourself and help others achieve results. You provide timely and effective information to individuals across the organization.

For This Role, You Will Need:

• The position requires a Bachelor of Science Degree in Engineering, Computer Science or equivalent.

• Experience with Ovation products and associated systems is a plus.

• The position requires an advanced level of English [B2] (additional languages are advantageous).

• Possess advanced troubleshooting skills (i.e., diagnosing and resolving computer related issues).

• The position requires good interpersonal skills and excellent oral and written communication skills in a formal environment.

• The ability to work effectively with internal and external customers is essential.

• The position requires up to 35% travel.

• The position requires availability to work different shifts, as required, including holidays, nights, and weekends.

Our Offer To You:

We offer a competitive benefits package to recognize and support our employees such as private health insurance with dependent coverage, life insurance, flexible work opportunities, wellness center, door-to-door transportation, Asociacion Solidarista, Employee Resource Groups (ERGs) and career growth focus and many more.

Commitment with Diversity and Equal Opportunity

Emerson is committed to its core values and believes in respecting DE&I. We do not discriminate and welcome all qualified candidates to apply and become part of our family, no matter the gender identity, race, sexual orientation, disability, age, religion and/or nationality.

At Emerson, we have seven Employee Resource Groups that demonstrate our commitment with DE&I. Through continuous development of activities, programs, and social awareness. Our communities are:

• Black Employee Alliance

• Diverse Abilities

• HOPE

• LGTBIQ + Allies CR

• Costa Rica SOMOS

• Mosaic

• Women's Impact Network

At Emerson, we are passionate about what we do. Our technology and engineering expertise has enabled us to be at the forefront of innovation for over a century. Our commitment to excellence and cutting-edge technologies has positioned us as a leader in the world of automation solutions and engineering.

We believe that our success lies in the strength of our people; what sets Emerson apart is our unwavering dedication to fostering an inclusive and diverse environment. We firmly believe that diversity fuels creativity and innovation, allowing us to tackle sophisticated challenges with new perspectives. We embrace individuals from all walks of life, valuing their unique backgrounds, experiences, and ideas. When you join our team, you become part of a rich tapestry of talent that propels us forward.

We not only care about our people professionally but also personally. At Emerson, we understand the importance of work-life balance and strive to create an environment where individuals can grow both personally and professionally. We offer a range of development opportunities, mentorship programs, and support networks to ensure that our employees thrive in their careers and find fulfillment beyond the workplace.

Tomorrow Reimagined: https://www.youtube.com/watch?v=Bt_f4-DLnRc

WHY EMERSON

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.

Accessibility Assistance or Accommodation

If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com .

ABOUT EMERSON

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!

No calls or agencies please.

Requisition ID : 24005646

Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.